VIRTUAL ENVIRONMENT:
This classroom examines tips for using social media to improve the customer experience, how e-commerce and content management systems contribute to a positive customer experience, advice on formulating an effective CEM strategy and CEM and social media analytics technology.

WEBCAST:
This brief video walks you through a day in the life of a food store brand advocate, explaining how the right mobile technologies, social intelligence, and enterprise services lead the way for better customer experiences. Tune in now to learn more.

CASE STUDY:
How did emergency monitoring device provider Medical Alert increase call center agent productivity by 69%? How did they enable agents to work from anywhere, at any time? Find out the answers to these questions by reading this brief case study.

WHITE PAPER:
This white paper describes the qualities a service desk needs to be successful and reveals the 5 elements of a good one. Read on to discover the changes that need to be made to your service desk to keep it from failing.

EGUIDE:
CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.

EGUIDE:
Mapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace. Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options.

WHITE PAPER:
The ability to provide exceptional customer service has quickly become a business differentiator. This resource counts down six secrets to customer service success – read on to learn more now.

WHITE PAPER:
This in-depth resource explores how a lean portal can help your organization trim the operational fat and deliver the kinds of experiences that customers crave. Read on to learn key differences between lean portals and suites, and uncover the benefits of "going lean."

WEBCAST:
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.

CASE STUDY:
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.

EGUIDE:
This E-Guide examines how technologies are redefining sales roles, and provides insight into how businesses are re-evaluating sales management strategies – from hiring to compensation to internal business processes – to get ahead of the competition.

WHITE PAPER:
Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more.

EBOOK:
Delivering top-notch service on a budget and tight deadlines is a challenge for even the most successful organizations, so many companies are moving to the cloud for CRM initiatives. Check out this informative e-book from Oracle to discover the business benefits and IT advantages of CRM in the cloud, a platform for implementation, and more.

WHITE PAPER:
Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.

WHITE PAPER:
Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more.

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